Denna uppsats redovisar en studie av normer i interaktionsdesignen av svt.se, som ett exempel på en nyhetssida av public service-karaktär. Uppsatsen syftar till att undersöka och belysa sociala normer och hur de bäddas in i designen. Vi ville också undersöka och utvärdera metoder och ramverk för att studera webbplatser och dess interaktionsdesign som kulturella uttryck och bärare av sociala normer. För att belysa studiens syfte har vi använt oss av de riktlinjer för tillgänglighet i webbgränssnitt som SVT förhåller sig till i designen. Studien utgick från en multimodal analysmetod för webbplatser och grounded theory.

Syftet med studien är att ta reda på hur tre olika innovativa tekniker kan användas för att samla in användarinsikter i en tjänstedesignprocess. Detta genomförs med ett designcase som handlar om besökarnas upplevelse av Norrköpings Symfoniorkesters konserter. Symfoniorkestern behöver hjälp med att locka fler besökare till konserterna och nya sätt behöver användas för att samla in användarinsikter för att få så många olika perspektiv som möjligt av konsertupplevelsen.Det var 20 personer som deltog i studien med en blandning av personer, dels de som idag går på Norrköpings Symfoniorkesters konserter och dels de som inte besöker dem. Deltagarnas uppgift i studien var att gå på två av deras konserter och dokumentera sina upplevelser med hjälp av tre olika innovativa tekniker: designsond, app och automatisk kamera.Resultatet av studien visar att den första tekniken designsonden gav en fördjupad bild av deltagarnas syn på konsertupplevelsen och hjälpte till att bredda fokus i tjänstedesignprocessen. Den andra tekniken,appen, kunde ge en mer detaljerad information i realtid om deltagarnas konsertupplevelse på plats.

Title: The impact of service quality on customer loyalty - when a service changes from being free to become surcharged Authors: Carl Johan Olsson, Marcus Johansson and Victor Carlsson Supervisor: Hans LundbergCourse: Bachelor thesis in business administration, 15 Credits (15 ECTS) Keywords: Service quality, customer loyalty, price movementPurposeThe purpose of this essay is to increase the understanding if the perceived quality by the service users correlates with a future loyalty to a service when it cease from being free, to become charged.? Does the perceived quality of a service by the service users affect a future loyalty to a service, when it cease from being free, to become charged?MethodIn this essay we have chosen to implement a quantitative research method based on a survey. This choice was made in order to reach a sufficient large amount of service users and empirical data to answer our problem.ConclusionsAccording to the theory, customer satisfaction can be expressed through a comparison between customer?s expectations and the experience of using a service, and there are also positive correlations between service quality and customer satisfaction. Additionally, loyalty is based on service quality and customer satisfaction.

This thesis of 15 hp has been implemented at Halmstad University, in collaboration with Saab Dynamics in Linköping. Saab Dynamics is a company operating in the defence industry where competition is tough. This necessitates new ways to increase efficiency in the company, which is the basis for this thesis. Saab Dynamics wants to introduce simulation driven design. Since Saab Dynamics engineers have little experience of simulation, required a user methodology with clear guidelines.

The most common preventive and treatment service for children in child welfare services in Sweden is the contact family program. The number of children who are involved in the program has steadily increased. Usually it is a single mother who apply for or is offered this service. The aim with a contact family is that the parent should get respite and that the child should have its network enlarged and sometimes get a male role model.The purpose of this study was to look into how children´s perspective was considered in the contact family process. I have studied the process in order to see how it works and to see to what extent children is participating.

ABSTRACT Title: The new Public ServiceAuthors: Hanna Haeggström, Sara Marklund, Madeleine OlssonLevel: Bachelor thesis in Media and Communications Studies Supervisor: Olof HulténLocation: School of Communication and Design, University of Kalmar, spring 2008Language: SwedishNumber of pages: 55There is an ongoing change of the media industry where new types of media emerge as a result of technological advancements. The audience and their use of the media have changed where available range has expanded while the size of the audience has remained the same. For media companies this implies a fight for the audience, where the right approach is vital for keeping as well as attracting new customers. Public service is an issue under current debate and its future role in the media industry has been brought into question. This survey investigates the roll of public service in Scandinavia in a new and changing media industry and how they should act to be important for their audience.

This degree project aims to investigate the potential and possibilities for conceptual energyanalyses in the early stages of the design process. Many key decisions are made in theearly stages of a project regarding the shape and orientation of the building. Conceptualenergy analyses can provide the architects with insight regarding different design option?srelative energy performance.As the demands for more sustainable buildings increases, so does the need for earlyenergy analyses. Performing analyses in the early stage requires many assumptions andguesswork which could lead to a large margin of error.The offering from Autodesk is a module in Revit Architecture/MEP and the stand aloneprogram Project Vasari (under development).

Through a case study at an IT company we have attempted to ascertain how a company's organizational culture affects its designers' way of working. By examining what ?type? of designers the employees are and how this is reflected in their work, we hope to have correctly determined what their organizational culture looks like and thereby have achieved a plausible result in our study.Aside from two interviews with the company's CEO, we also performed eight observations at the company, where we tried to blend in with the employees, to better determine their way of working together.We have found that the designers' trust in their own instincts has led them to rarely act on feedback from clients ? they only pick out the proposals which have a ?mainstream? potential. We have also discovered that their design approach is something they don't feel inclined to discuss amongst themselves. As it is often ?indescribable?, they go with their intuition and unspoken design conventions..

The mobile jukebox is an idea for a new kind of smartphone application that would allow users to dictate the music playing at various establishments. The mobile nature of the innovation allows for the possibility of a more ubiquitous service. Conducting a quantitative as well a qualitative study, the authors have found significant interest in this innovation service among potential users and potential distributors of the service. Furthermore, it is shown what aspects are important for decision makers to make a decision on whether to integrate the service into the operation of potential distributors of the service.  .

The purpose of this masters thesis is to evaluate bookmobile service as a decentralised library service. I have made a qualitative interview survey, with seven Swedish municipalities participating, all providing bookmobile service in their rural parts. The purpose with the interviews is to examine their bookmobile service. I have also studied articles on bookmobile service, and decentralisation through small library units in library journals, to get an insight into how the work with decentralised library service is done in Swedish municipalities. In this thesis answer is sought to the following questions: - Which decentralised library services are suitable for inhabitants and institutions in sparsely populated areas, considering factors such as number of inhabitants, proportion of old people and children, demographic changes, economy, possibilities to cooperate with other municipalities? - What is the current bookmobile service situation in Sweden, taking seven municipalities in the region of Småland as a starting point? My conclusions are that each municipality must decide which decentralised library services that best suites their needs.

This paper works as an assignment from the Video On Demand Company Headweb, who wanted aninterface analysis of their own and their competitors VOD services. The purpose is to help Headwebwith their own interface by studying theirs and others interfaces and make an analysis on how theyfunction, how they look and how good the usability is with every service, with hope to findsomething that could make the VOD service of Headweb better.I have also studied how the interfaces of the VOD services look on different platforms, to see howthey are designed as a whole. This has been an expert analysis where I have studied the differentVOD-services by myself, without any external users.To find advantages and disadvantages with the services and their platforms, I have used differenttheories, models and design patterns to frame areas such as filmsearch, categorization, registrationand navigation. I have compared the VOD services with each other and drew conclusions for eacharea to see how the interfaces differ between the services, but also between platforms.My analysis has shown that all VOD services in this project have a very unique interface, eventhough they all have the same goal, to allow the user to control their viewing of film. They usevarious functions and structure and use their own page names and categorizations.

Service delivery acts like a process. This can enable the possibility of attracting attention towards the company who?s making use of this, furthermore generate several opportunities. However, it?s far from easy to deliver new services.

In this work a new design for S:t Erik?s square in Uppsala is being proposed. The square is situated in the middle of the city, surrounded by historical buildings. Today the square is a parking lot. The aim of the design proposal is to promote life and activity of pedestrians and cyclists.

During spring 2001 we have been involved with our bachelor thesis at Doberman Digital Agency, an Internet related webdesign company. We have focused our work on the registration process via digital medias such as the Internet. During our workprocess we have been conducting a number of studies and analyses of workrelated materials. Ethnographical methods such as structured interviews and participant observations were primarily used in our work. We also widely used brainstorming in our designprocess.

ABORT ?n GO is a design project within the crossing boundaries of Critical Design and IndustrialDesign.The contemporary discourse on abortion is problematic, and infected by double norms. Thesenorms may cause feelings of guilt and shame in women who have an abortion. The abortion rightis built upon conflicting standpoints; one is that women have right to have an abortion, withoutbeing questioned. Second is the notion that abortion is something that should be avoided, implyingthat you?ve done something wrong if you have had an abortion.With this project and physical product I want to explore and discuss the contemporary discourseon abortion in Sweden.